A forum for technical support discussion related to Fogbugz.
it seems like FogBugz does not allow me to keep a customer DB (like OTRS does). I would need to define some basic information about a customer (name, phone number, current version of software they have, license info, etc), specify the e-mail filter/list from which people working for that custom will be mailing us for support, be able to filter cases with stuff like "show me all bugs reported by that customer", etc.
Do you have plans for this or you think that it fells outside of FB's scope?
We're not sure yet. Adding some sort of customer relationship management functionality is a common request from customers, but we have to determine if it fits into the other features that are planned for FogBugz currently. Right now, we have a separate database that we link to with a GreaseMonkey script (http://www.fogcreek.com/FogBugz/blog/post/Extending-FogBugz-via-GreaseMonkey.aspx?isl=8935). and something like that might work for you.
One handy tool is doing a correspondent search - when looking at an emailed case, there's an "Also sent" section with other cases sent from the same address. But you can also click on the domain name (e.g. fogcreek.com) and see all cases sent from that domain name, which often works for us as a proxy of "show me all bugs reported by that customer".
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